Anyone send in their phone to HTC for a repair recently??

This is a discussion on Anyone send in their phone to HTC for a repair recently?? within the Nexus One forums, part of the Google Phones category; I am having the worst experience ever with HTC. The LCD broke and I went around to many places asking how long it would take ...

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Thread: Anyone send in their phone to HTC for a repair recently??

  1. #1
    Junior Member proplaya422's Avatar
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    Anyone send in their phone to HTC for a repair recently??

    I am having the worst experience ever with HTC. The LCD broke and I went around to many places asking how long it would take to fix it. All of them said about 1.5 weeks because they have to special order the screen, and the prices ranged from $130-$160. I researched on here and someone had suggested calling HTC, which I did. They said it would take 3-4 business days and cost $115. GREAT!! Got everything set up, it was shipped out on Monday June 22nd and was assured the latest I'd get it would be the following Monday, and I'd probably get it that Friday. To make a long story short, it's Wednesday July 7 and my phone is still at HTC. They are claiming their repair facility is in the process of moving. How the hell is that my problem? Why wasn't I told this when I sent the phone in? I would've definitely taken a different repair route. I've been promised so many times to get a call back, and NOTHING. I actually had to do the calling. After my last email to them last week in which I told them how disappointed I was, they finally replied with a call. And no results.

    Am I the only one with this problem? I am extremely frustrated.

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  3. #2
    Senior Member Gwhiz2k's Avatar
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    Mine is about to go back to HTC because my camera can't focus. They said I was supposed to get an email from FedEx with a printable shipping label, but that was last Friday, and I still haven't gotten it. I hope my phone doesn't take as long as yours to fix, although they assured me that the camera shouldn't take too long to fix.
    Nexus One: "Hold it any way you want to!"

  4. #3
    Junior Member F27Corsair's Avatar
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    Quote Originally Posted by Gwhiz2k View Post
    Mine is about to go back to HTC because my camera can't focus. They said I was supposed to get an email from FedEx with a printable shipping label, but that was last Friday, and I still haven't gotten it. I hope my phone doesn't take as long as yours to fix, although they assured me that the camera shouldn't take too long to fix.
    I am having the same problem (but with a cracked glass on the display). I called in the issue on Monday, was supposed to get my label Tuesday but didnt. I called yesterday and they said they would re-issue a label and it would take 24-48 hours before I saw it in my email.

  5. #4
    Junior Member proplaya422's Avatar
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    My label came in less than 2 hours. But it did end up in my spam box for some reason, so check that. The label actually comes from FedEx and not HTC. I just hate not having that phone. You don't realize how good a phone is, until you go without it for a few days (in my case weeks).

  6. #5
    Senior Member Gwhiz2k's Avatar
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    Quote Originally Posted by proplaya422 View Post
    My label came in less than 2 hours. But it did end up in my spam box for some reason, so check that. The label actually comes from FedEx and not HTC. I just hate not having that phone. You don't realize how good a phone is, until you go without it for a few days (in my case weeks).
    Agreed. Not looking forward to using my HTC Diamond again.. Slow and laggy..
    Nexus One: "Hold it any way you want to!"

  7. #6
    Member raccord's Avatar
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    HTC customer service sucks. I would never buy from them again. The people working there don't know anything and they feed you this BS. Sucks that Google had HTC make the nexus one, it should have been another company.

  8. #7
    Junior Member F27Corsair's Avatar
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    I have heard a few people that say that "HTC customer service sucks" but the majority of people that have reported on HTC customer service have said they have had excellent experiences. Obviously they are not going to get it right 100% of the time. But if its true that they are moving shop and have temporarily halted giving fedex labels (possibly due to an address change?) then I have serious concerns about their ability to deliver quality, fast service in the short term future

  9. #8
    Senior Member flow's Avatar
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    I called and waiting for my replacement phone since July 2. Until today I still haven't receive anything no email, no call, of course no phone........ ..... .... they told me it will take 2 days.. huh? what 2 days? Now is be 3 days already not including Sat and Sun.

  10. #9
    Junior Member proplaya422's Avatar
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    Quote Originally Posted by flow View Post
    I called and waiting for my replacement phone since July 2. Until today I still haven't receive anything no email, no call, of course no phone........ ..... .... they told me it will take 2 days.. huh? what 2 days? Now is be 3 days already not including Sat and Sun.
    I know exactly how you feel. I'd call in, they'd promise to call me the following day. When they didn't call, I'd call in, and get told they'd call me the next day. This repeated itself over and over for a week. I finally gave up and emailed them. Once again, I was told they'd call me. Nothing. Finally, I called them out on it by copying and pasting the previous e-mail and got a call. That whole time I was promised a call from a manager. Guess who called me? A rep who was told to call by the manager because the manager is "unavailable." At that point, I just gave up. I'm hoping I get my phone by Friday, but that's probably wishful thinking.

    If I could take it somewhere else and get it fixed fast, I so would. The problem is, the other place won't have the part for a week, HTC wants a $28 fee to ship it back, and this will just waste more time.

    They have royally screwed up. My simple question is this. Even if they are moving, shouldn't they have done the move in a manner that still allows them to be functional at the old facility, until they settle in at the new facility? But hey, what do I know, I'm just a customer.

  11. #10
    Junior Member F27Corsair's Avatar
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    Despite the forewarnings that have been mentioned in this thread, I received my fedex label today and decided to ship my phone out to HTC. HTC should receive the phone sometime tomorrow and we'll go from there. I had the glass crack on the display and was quoted $55 for the repair to include shipping. I'll try to throw in updates on this thread so we can see how expedient they currently are.

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